topic Re: Plan expired but paid in Get Support

Plan expired but paid

MarcoBol — Tue, 04 Jan 2022 09:49:07 GMT

Hello, I forgot to update my credit card so it didn't do the autopay but I added funds to my account as soon as I found out. my account now has $46 but when I try to pay amount due, it just says I have enough funds and doesn't decrease. it seems I can call and text and it shows my data and add-ons that I had previously. But for the plan it just says it is expired and it has no details. I had the $40 plan, trying to change it just gives me an error.

Below are pictures of what I see. first is the error. Second is my plan, has no details and no options to change. Clicking on "Try out more Options" sends me to the error.

EDIT: figured i should also add this

Re: Plan expired but paid

darlicious — Sat, 25 Dec 2021 07:53:44 GMT

@MarcoBol

You can't make the system take your payment unless you get your service suspended or after renewals have gone thru but before 6am eastern when your plan would get suspended. My renewal is tonight so I will check to see if the renewals have gone thru at 2am eastern like they are supposed to or if they are running late which they do quite often.

Re: Plan expired but paid

darlicious — Sat, 25 Dec 2021 07:58:39 GMT

@MarcoBol

As of now.....renewals (your plan payment being debited) have not taken place yet. So sit back relax and have a rum and egg nog your renewal will occur sometime in the next 6 hours or so....

Happy Noel!

Re: Plan expired but paid

MarcoBol — Sat, 25 Dec 2021 08:02:40 GMT

So I am not sure what happened but now my plan shows as Active but there is still no details. funds didn't decrease either.

Clicking on "Plan details" or the "Plan and add-ons" tab gives me another error. just tells me to log back in.

Re: Plan expired but paid

JK8 — Sat, 25 Dec 2021 09:06:03 GMT

@MarcoBol wrote:

Clicking on "Plan details" or the "Plan and add-ons" tab gives me another error. just tells me to log back in.

Try again, but this time clear browser cache and cookies, then open a new browser in incognito. Chrome or edge browser works well. If still getting the error try again later on as there could be some maintenance going on in the back end.

Re: Plan expired but paid

JK8 — Sat, 25 Dec 2021 09:08:17 GMT

@MarcoBol wrote:
So I am not sure what happened but now my plan shows as Active but there is still no details. funds didn't decrease either.

As @darlicious mentioned everything will be fine later on in the morning. It is just going through the renewal process.

Re: Plan expired but paid

darlicious — Sat, 25 Dec 2021 09:46:23 GMT

@MarcoBol

Your self serve account kind of goes into frozen mode during renewal. Once the plan renews at midnight eastern you will see your minute or data counters reset. Then your rewards get applied to your available funds. Then it sits usually for two hours waiting for your plan amount t to be taken. First from your available funds and if there is any outstanding amount it will charge your autopay card.

Until that happens your account wont let you do anything and you should basically just leave it alone. Once your plan amount is taken then your account starts to function again. This is when if you didn't have enough funds in the account to pay for your plan or your autopay fails you have about 4 hours to add a payment and reactivate so you don't get suspended at 6am eastern.

When renewals get delayed like tonight that pushes everything back so instead of your account changing from expired to active at 6am that won't happen until at least 10am eastern.....depending on when the system finally takes payment....?

Re: Plan expired but paid

MarcoBol — Sat, 25 Dec 2021 09:56:47 GMT

Ah I see. Thanks. I was really just concerned that it doesn't show anything as my plan despite being able to call/text and use data no problem. I guess I'll come back here later. hopefully it fixes itself.

Thanks and happy holidays

Re: Plan expired but paid

cellphoneuser1 — Sat, 25 Dec 2021 10:22:22 GMT

@MarcoBol There's nothing for it to fix. Your service works and there's nothing wrong with your account.

Re: Plan expired but paid

MarcoBol — Sat, 25 Dec 2021 10:42:41 GMT

@cellphoneuser1 well I disagree. it doesnt show what plan I have, lots of things could happen. they might disable the account cause there's no plan(if this goes on for months). I could lose my phone number in that time(that will be a huge headache). they might charge me for a plan I didn't want or limit my calls. Just cause it works fine atm doesn't mean it will continue to do so. what if it doesn't charge me for the next month since there's no plan? it would be better to get ahead of it instead of waiting to see if it'll be a problem or not. maybe there's nothing to fix but id like to see what plan they have me using on their system.

Re: Plan expired but paid

cellphoneuser1 — Sat, 25 Dec 2021 10:54:33 GMT

@MarcoBol The no plan and expired messages are Self Serve cosmetic issues. They happen all the time. Ignore all this stuff. There is no problem with your account unless the service doesn't work. it's going to say expired every renewal. The no plan issue happens very often too. It's a website issue.

Re: Plan expired but paid

HALIMACS — Sat, 25 Dec 2021 12:29:52 GMT

@MarcoBol

If you still have active services throughout this ordeal, then you need not do anything.

You were very wise to have loaded funds as you did.

The renewal messaging is confusing and alarming to most, which is completely understandable.

When you do update the credit card, before logging into your self-serve account, recommend following this procedure to avoid the common glitches that sometimes occur with this process:

Clear your browser's cache & cookies
Use incognito mode
Now, log into your self-serve account
Click Payment tab
Select "Manage My Card"
Select "replace card"
Type your address exactly as from your billing statement
Don't use a space in the postal code
Use ALL CAPS if necessary
Type everything, not letting autofill complete any fields

Re: Plan expired but paid

Triguy — Sat, 25 Dec 2021 13:07:57 GMT

If your service is working then ignore the message. It will revert back to active after the renewal has been processed.

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Plan-Expired/m-p/747997#M68967

Re: Plan expired but paid

hTideGnow — Sat, 25 Dec 2021 15:23:53 GMT

HI @MarcoBol

Your plan is active now and service working?

Check your Transaction history. It is possible that Autopay worked. Your Available fund didn't drop is an indication that Autopay worked!! Possible Autopay took the amount from the updated card you put in

Your transaction should show that PM got money twice last night, one from Autopay and one from a manual pay, but it wouldn't should which is which

Your fund will stay there. I suggest you to leave it and it will be used in the next renewal.

Merry Christmas!

Re: Plan expired but paid

Anonymous — Sat, 25 Dec 2021 18:37:56 GMT

@MarcoBol

you can Remove your credit card and Logout and

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link,

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

How To Update or Remove Your Payment

Follow these steps:

1. sign in to Self-Serve. Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

is showing at your Self-Serve a messages those Expired or suspended and your services are working, just ignore,,

all customers getting those message the night before day of renewal.

on the date cycle payment is will automatically renewal.

and go back,

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Click ‘Submit’,

9.after payment successful, you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,

Re: Plan expired but paid

MarcoBol — Sat, 25 Dec 2021 21:02:55 GMT

Thanks everyone. seems waiting was good enough. I did clear cache and cookies but I'm not sure if that was what fixed it.

Happy holidays and thanks for the help.

Re: Plan expired but paid

hTideGnow — Sat, 25 Dec 2021 21:06:12 GMT

HI @MarcoBol ,

You have updated the credit card and manually paid once and working, so, it should be good.

Just leave the extra fund in the Available Fund and PM will use the amount for next renewal.

Merry Christmas

Re: Plan expired but paid

darlicious — Sat, 25 Dec 2021 21:07:02 GMT

@MarcoBol

That means your renewal just like mine has finished. Just like it does every 30 days. I don't see how your chosen solution relates to your initial question as 30 days from now the exact same thing will happen. I didn't do anything in my account and it returned to normal all on its own.

Re: Plan expired but paid

hTideGnow — Sat, 25 Dec 2021 21:33:50 GMT

Hi @MarcoBol if you like, you can go back to the solution you have chosen, click the 3 dots and select Not a solution.

You can leave it without solution then if you want to 🙂